Primary Services: Program of technical support via chat 

In today’s rapidly evolving digital landscape, efficient and effective customer support is not just a necessity; it’s a strategic advantage.

The Challenge 

For a leading global BPO, its technical support chat program in India serves as a critical touchpoint for addressing diverse customer needs. This program is more than a service; it’s a trusted resource for swiftly and accurately resolving technical issues. Ensuring its success is vital to maintaining the company’s reputation and competitive edge. 

Despite its significance, the chat program faced pressing challenges that hindered its success. Customer satisfaction scores, measured by Net Promoter Score (NPS), were alarmingly low, 24.24% for Customer Service Representatives (CSRs) and 50% for Technical Support Representatives (TSRs). Operational inefficiencies further compounded the problem: 

• High Average Handle Time (AHT): 14:53 minutes for CSRs and 22:20 minutes for TSRs, leading to customer frustration. 
• Low Sales Conversion: A mere 2%, reflecting missed revenue opportunities. 
• Underwhelming First-Call Resolution (FCR): Struggling to meet industry benchmarks. 

Faced with these challenges, the company partnered with SymTrain to redefine the program’s performance and customer impact. 

The SymTrain Solution 

SymTrain was implemented over a focused 1.5-month period, targeting CSRs and TSRs with tailored solutions that addressed both skill gaps and operational pain points. Key interventions included: 

• Automated Onboarding: Accelerated training for new hires. 
• Role-Play Simulations: Delivered immersive training to prepare agents for real-world scenarios. 
• AI-Driven Assessments: Provided actionable feedback, ensuring consistent improvement. 

The phased onboarding approach allowed agents to adapt effectively while maintaining operational continuity. 

Results and Data 

Insights from Agents 

• Agents felt better prepared to handle customer interactions. 
• Training time was reduced, with noticeable improvements in team performance. 
• Role-play simulations proved highly effective in building confidence and readiness for real-world challenges. 

Outcomes and Long-Term Impact 

The implementation of SymTrain delivered measurable success: increased customer satisfaction, operational efficiency, and agent confidence. Cost savings were reinvested into further optimizing the program, while faster speed-to-proficiency supported revenue growth and bolstered team morale. 

SymTrain transformed this global BPO’s chat program, achieving remarkable gains in efficiency and customer satisfaction. Ready to see how SymTrain can elevate your team’s performance? Book a demo today.